Accurate Forecasting: The Heart of Call Center Success

Accurate scheduling is dependent upon the forecast correctly estimating anticipated call volume and determining the number of agents required to meet service levels. How does this affect profitability? In a real life scenario, if call volume is underestimated to the extent that 100 callers out of 1,000 hang up before they speak to an agent in a sales environment where the average order is just $50, $5,000 in lost revenues will occur per day, $150,000 per month, or a staggering $1.8 million per year.

This paper discusses three primary components of accurate forecasting:

• What determines accurate forecasting?
• Variability and Predictability – what the difference means to you
• Erlang versus Merlang®

Accurate Forecasting: The Heart of Call Center Success (PDF file)